Complaints Data

Prudential is a leading life and pension provider with over 7 million policyholders in the UK.

We are focused on building strong, long-term relationships with all our customers and the quality of service we provide, including the way in which we handle complaints, is very important to us. While we believe that our current complaint handling process is robust, we appreciate that improvements can be made. That is why we continually work hard to resolve all complaints in a fair and timely manner.

Detailed below are the number of complaints we received and completed from July to December 2012.

Firm Name: Prudential Assurance Company Ltd
Other firms included in this report: Prudential Annuities Ltd, Prudential Holborn Life Ltd, Prudential Retirement Income Ltd, Prudential Pensions Ltd, Prudential Lifetime Mortgages Ltd, Prudential Distribution Ltd.
Period covered in this report: 1 July 2012 - 31 December 2012
Brands/trading names covered: Prudential UK

	Number of complaints opened	Number of complaints closed	Complaints closed within 8 weeks (%)	Closed complaints upheld by firm (%)
Banking	1	1	0.0%	0.0%
Home Finance	71	71	83.1%	32.4%
General insurance and pure protection	672	792	80.9%	11.2%
Decumulation, life and pensions	7788	8017	90.9%	45.1%
Investments	960	985	93.2%	66.1%